Refund policy
Refund & Replacement Policy
Effective Date: 4 September 2026
At PEPAL, every product is carefully inspected and packed before it leaves our facility. We want you to have complete confidence in your purchase.
No Returns or Refunds
All PEPAL purchases are final sale. We do not accept returns or offer refunds once an order has been delivered.
However, we understand that products can occasionally arrive damaged, develop a genuine defect, or that accidents can happen during normal use. Where applicable, PEPAL may provide a replacement in accordance with the terms below.
Replacement Policy
If your product arrives damaged, defective, or with a manufacturing issue, please contact us within 48 hours of delivery at operations@wearepepal.com.
PEPAL also provides replacement support for genuine accidental breakage of the PEPAL One glass during normal use, subject to review and approval by our team.
To help us process your request quickly, please provide:
- Your order number
- A clear description of the issue
- Photographs and/or a video showing the damage or defect
- Photographs of the product packaging, where applicable
Our team will review the circumstances and, if the request qualifies under this policy, arrange the applicable replacement.
What Is Covered?
For PEPAL One, complimentary replacement support applies solely to the glass portion of the bottle.
It does not include the top lid, bottom lid, cartridge, or any other component or accessory, unless otherwise determined by PEPAL.
Where a replacement glass is approved under this policy, PEPAL will provide the replacement glass at no additional cost, including delivery.
Damaged During Delivery
If your product is damaged during transit, please notify us within 48 hours of delivery and provide clear photographs or a video of the product and its packaging.
For products reported as damaged upon delivery, please provide photographs of the product immediately after unpacking and before use, where possible.
Once verified, PEPAL will arrange the applicable replacement in accordance with this policy.
Product Defects
If your product develops a manufacturing defect under normal and intended use, please contact us with details of the issue.
If the issue is determined to be a manufacturing defect, PEPAL will provide the applicable replacement in accordance with the product's replacement or warranty terms.
Accidental Damage & Breakage
We understand that accidents happen. If the glass of your PEPAL One breaks during normal use, please contact us and provide photographs and/or video of the damage.
Each request will be reviewed individually. Where PEPAL determines that the damage is a genuine accidental occurrence and qualifies under this policy, we will provide a replacement glass free of charge, including delivery.
Repeated or Unusual Claims
Our replacement support is intended to protect customers in genuine circumstances.
PEPAL reserves the right to limit or decline complimentary replacements where there are repeated replacement claims, evidence of misuse, negligence, intentional damage, or circumstances that reasonably suggest abuse of this policy.
Where a complimentary replacement is not approved, PEPAL may, at its discretion, offer a replacement glass at an applicable replacement price.
This allows PEPAL to continue supporting genuine customers while protecting the replacement programme from misuse.
Damage Not Covered
Damage resulting from misuse, improper handling, intentional damage, improper installation, unauthorised modifications, failure to follow product care and usage instructions, or normal wear and tear may not qualify for complimentary replacement.
Incorrect or Missing Items
If you receive an incorrect product or an item is missing from your order, please contact us within 48 hours of delivery.
We will investigate the issue and, where verified, arrange the appropriate replacement or resolution.
Replacement Process
Once your replacement request has been approved, we will provide you with the next steps.
Replacement products will generally be shipped to the original delivery address provided with the order.
Replacement availability may depend on product stock. If the exact replacement is unavailable, PEPAL may offer an equivalent replacement or another appropriate resolution.
Important
Please inspect your order as soon as it is delivered.
Please do not dispose of, repair, modify, or alter the damaged product before your replacement request has been reviewed.
Claims submitted after the applicable reporting period may not be eligible for replacement.
PEPAL reserves the right to assess each replacement request individually and determine whether the issue qualifies under this policy.
Contact Us
For replacement requests or questions regarding this policy, please contact: